Support Engineer

Support Engineer at BlackStone eIT

BlackStone eIT, a leading computer software company, is looking for a dedicated and skilled Support Engineer to join our team. As a Support Engineer, you will play a vital role in providing technical support and troubleshooting assistance to our clients. Your strong problem-solving skills, attention to detail, and commitment to customer satisfaction will contribute to our continued success and customer loyalty.

Responsibilities

1. Serve as the primary point of contact for customer inquiries and technical issues.
2. Respond to customer support tickets and troubleshoot software and hardware problems.
3. Provide timely and effective solutions to customer issues, ensuring their satisfaction and success.
4. Document customer interactions, issues, and resolutions in a CRM or support ticketing system.
5. Assist customers with software installations, configurations, and updates.
6. Offer guidance and training to customers on how to effectively use our software products.
7. Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
8. Identify and escalate recurring technical issues to the appropriate teams for further investigation and resolution.

Requirements

1. Bachelor's degree in Computer Science, Information Technology, or a related field.
2. Proven experience in technical support, help desk, or a similar role.
3. Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
4. Excellent communication and interpersonal skills to interact effectively with customers.
5. Familiarity with customer support tools and CRM systems.
6. Strong problem-solving and analytical skills.
7. Attention to detail and a commitment to delivering high-quality results.
8. Patience, empathy, and a customer-oriented mindset.
9. Ability to work independently and as part of a team.
10. Strong organizational and time management skills.